Company Description

Freshworks makes it fast and easy for businesses to delight their customers and employees. We do this by taking a fresh approach to building and delivering software that is affordable, quick to implement, and designed for the end user. Headquartered in San Mateo, California, Freshworks has a global team operating from 13 global locations to serve more than 65,000 companies -- from startups to public companies – that rely on Freshworks software-as-a-service to enable a better customer experience (CRM, CX) and employee experience (ITSM). 

Freshworks’ cloud-based software suite includes Freshdesk (omni-channel customer support), Freshsales (sales automation), Freshmarketer (marketing automation), Freshservice (IT service desk), Freshchat (AI-powered bots), supported by Neo, our underlying platform of shared services.

Freshworks is featured in global national press including CNBC, Forbes, Fortune, Bloomberg and has been a BuiltIn Best Place to work in San Francisco and Denver for the last 3 years. Our customer ratings have earned Freshworks products TrustRadius Top Rated Software ratings and G2 Best of Awards for Best Feature Set, Best Value for the Price and Best Relationship.

Job Description

As a Lead of Content Creation with a focus on knowledge and content management and program evaluation, you will play a pivotal role in shaping the knowledge and content strategy for enablement resources at Freshworks. You will lead efforts to curate, organize, and deliver learning content effectively, ensuring that employees have access to the resources they need to excel in their roles when they need it, in partnership with content creators and stakeholders. The ideal candidate is exceptionally organized, has experience with eLearning authoring tools and/or digital content creation, has experience evaluating adult learning programs using statistical methods, and has excellent communication, problem solving, and cross-functional collaboration skills.

Key responsibilities: 

• Knowledge & Content Strategy: Develop and execute a comprehensive knowledge and content management strategy aligned with organizational goals and learning objectives.

• Content Curation: Curate, catalog, and organize learning materials, including eLearning modules, documentation, videos, and other resources, ensuring easy accessibility and relevance.
• Content Management Systems: Manage the administration and maintenance of content management systems (CMS) and learning management systems (LMS) to facilitate content organization and delivery.
• User Experience: Enhance the user experience by designing intuitive content navigation and search features.
• Performance Analytics: Use data analytics to assess the effectiveness of resources, track usage, and gather insights for continuous improvement.
• Content Compliance: Ensure that learning materials comply with industry standards, digital accessibility standards, data protection regulations, and copyright requirements.
• Re-imagine Highspot: Partner with cross-functional teams and international sales leaders to understand how internal customers access information and resources and what the business needs are to then design and maintain content management mechanisms. Based on this, establish a vision for our content management system.
• Revenue Program Assessment: Undertake thorough impact analyses of revenue enablement content and initiatives in partnership with Learning Experience Designers to gauge program effectiveness and draw actionable insights to continually refine our strategies.
• Quiz Writing Guidelines: Work with the content team manager to establish L1 assessment writing guidelines for GTM team and partner team programs.

• Content Management Administration: Provide training and guidance to team members and content contributors on governance best practices and ensure compliance.

Preferred Qualifications:

• Bachelor’s degree in business, education, psychology, or any research field involving statistical analysis and statistical significance testing; additional certifications in training and development are a plus.
• Experience with assessment writing for adult learners
• Experience in learning experience design, instructional design, or UX design, preferably in a technology or SaaS company.
• Strong organizational and project management skills.
• Excellent communication (verbal and written), presentation, and interpersonal skills
• Content management systems (eg HighSpot) and LMS administration experience is an advantage
• Ability to work independently and collaboratively in a fast-paced environment
• A proactive and adaptable mindset with a commitment to continuous improvement and learning
• Located in London, UK - 3 days per week in office.

Additional Information

All your information will be kept confidential according to EEO guidelines.

At Freshworks, we are creating a global workplace that enables everyone to find their true potential, purpose, and passion irrespective of their background, gender, race, sexual orientation, religion and ethnicity. We are committed to providing equal opportunity for all and believe that diversity in the workplace creates a more vibrant, richer work environment that advances the goals of our employees, communities and the business.

At Freshworks, we are creating a global workplace that enables everyone to find their true potential, purpose, and passion irrespective of their background, gender, race, sexual orientation, religion and ethnicity. We are committed to providing equal opportunity for all and believe that diversity in the workplace creates a more vibrant, richer work environment that advances the goals of our employees, communities and the business.